A study on business’s satisfaction on export-import registration in the Department of Customs in Ba Ria – Vung Tau

• Main Author: Ngoc Tuong Lo Trong
• Other Authors: Ching Sung Lai
• Format: Others
• Language: en_US
• Published: 2016
• Online Access: http://ndltd.ncl.edu.tw/handle/ffw26x

碩士 === 義守大學 === 企業管理學系 === 104 === This study was conducted to evaluate the satisfaction of customers coming to the Customs office of Ba Ria – Vung Tau to register the Customs documents. Along with the international economic integration trend, the economy of Vietnam has seen remarkable achievements. To maintain the development momentum of the country, the Vietnamese government has issued many policies to keep pace with the rapidly changing business environment. As an important part of the government, the customs system is not excluded from this trend. The analysis result shows that the customer’s satisfaction is influenced by three factors: (1) Employee’s Attitude (Standardized Beta = 0.784), (2) Time (Standardized Beta = 0.133) and (3) Infrastructure (Standardized Beta = 0.124). This result is understandable as the frontline Customs employees are the ones who directly work with customers. Thus, their attitude may have substantial influence on the satisfaction of customers. Besides, as customers of the Customs office are businesses, they really care about how fast their customs procedures could be completed as it directly affects the performance of their companies. This concern is displayed through the fact that Time is the second factor that has the highest influence on the satisfaction. Aside from Employee’s Attitude and Time, customers also considered Infrastructure of a Customs office as a significant factor. It could be said that a Customs office with modern facilities and equipment can really help improve the work effectiveness of customs employees. It also helps businesses to look for information and register their customs documents more easily with the help of technology. With the rapid growth of Vietnam’s economy, the number of business is rapidly growing. Thus, the application of technology in customs activities is unavoidable and significantly helpful.